<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN">
<HTML><HEAD>
<META http-equiv=Content-Type content="text/html; charset=us-ascii">
<META content="MSHTML 6.00.2800.1589" name=GENERATOR></HEAD>
<BODY>
<DIV>
<P><SPAN class=664495814-25032008><FONT face=Arial size=2>I originally sent this
email to Kenneth without realising he CC'd his email to this mailing
list, so I am sending this email to the list now:</FONT></SPAN></P>
<P><FONT face=Arial size=2></FONT> </P>
<P><FONT face=Arial size=2>Firstly, sorry for the delay in replying - last
Friday was good Friday, then the weekend, and this Monday being another bank
holiday has lead to a long delay in getting back to work.</FONT></P>
<P><FONT face=Arial size=2>FYI the failure email I got contained:</FONT></P>
<P><FONT face=Arial size=2>'This is the mail system at host
diesel.bestpractical.com.</FONT></P>
<P><FONT face=Arial size=2>I'm sorry to have to inform you that your message
could not be delivered to one or more recipients. It's attached
below.</FONT></P>
<P><FONT face=Arial size=2>For further assistance, please send mail to
postmaster.</FONT></P>
<P><FONT face=Arial size=2>If you do so, please include this problem report. You
can delete your own text from the attached returned message.</FONT></P>
<P><FONT face=Arial size=2>The mail system</FONT></P>
<P><FONT face=Arial size=2><rt-users@diesel.bestpractical.com> (expanded
from</FONT></P>
<P><FONT face=Arial size=2><rt-users@lists.bestpractical.com>): mail
forwarding loop for</FONT></P>
<P><FONT face=Arial size=2>rt-users@diesel.bestpractical.com'</FONT></P>
<P><FONT face=Arial size=2>I remember getting an email saying my email had been
successfully received by the list; but then this one came later so I got a bit
confused.<BR></FONT></P>
<P><FONT face=Arial size=2>The issue here isn't how I store the email content -
as this is a test installation of RT, I am currently dealing with emails through
the traditional support inbox, and then copying their contents over to comments
in tickets that I create in RT as part of this test. Autocreation of tickets via
emailing RT has already been successfully tested, but this will only be brought
into action fully when the decision is made to move support email address to RT,
so for now I'll still be using comments.</FONT></P>
<P><FONT face=Arial size=2>The issue is merely how comments (and presumably
replies) are displayed to the user in the ticket's history. If I create a
'reply' to a comment (note: this is not a reply in RT parlance, i.e. a reply
email to the ticket; but creation of a comment by clicking a particular
comment's 'comment' link), I expect History to have a view that visually
associates this comment 'reply' with the original comment. I have attached a gif
illustration of what I mean<BR>.</FONT></P></DIV>
<DIV><FONT face=Arial size=2>Philip Haworth<BR><FONT face=Arial size=2><SPAN
style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">Support Developer<BR>Scout Solutions
Software Ltd<BR>01905 361 500<BR></SPAN></FONT><A
href="mailto:philiphaworth@scoutsolutions.co.uk">philiphaworth<FONT
title=blocked::mailto:sarahtimmins@scoutsolutions.co.uk face=Arial size=2><SPAN
title=blocked::mailto:sarahtimmins@scoutsolutions.co.uk
style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><SPAN
title="blocked::mailto:sarahtimmins@scoutsolutions.co.uk
blocked::blocked::mailto:sarahtimmins@scoutsolutions.co.uk
mailto:sarahtimmins@scoutsolutions.co.uk"><SPAN
title="blocked::mailto:sarahtimmins@scoutsolutions.co.uk
blocked::blocked::mailto:sarahtimmins@scoutsolutions.co.uk"><SPAN
title="blocked::mailto:sarahtimmins@scoutsolutions.co.uk
blocked::blocked::mailto:sarahtimmins@scoutsolutions.co.uk"><SPAN
title="blocked::mailto:sarahtimmins@scoutsolutions.co.uk
blocked::blocked::mailto:sarahtimmins@scoutsolutions.co.uk
mailto:sarahtimmins@scoutsolutions.co.uk
blocked::mailto:sarahtimmins@scoutsolutions.co.uk">@scoutsolutions.co.uk</A><BR></SPAN></SPAN></SPAN></SPAN></SPAN></FONT><A
title="blocked::mailto:scoutclientsupport@scoutsolutions.co.uk
blocked::blocked::mailto:scoutclientsupport@scoutsolutions.co.uk
mailto:scoutclientsupport@scoutsolutions.co.uk
blocked::mailto:scoutclientsupport@scoutsolutions.co.uk
mailto:scoutclientsupport@scoutsolutions.co.uk"
href="mailto:scoutclientsupport@scoutsolutions.co.uk"><FONT
title=blocked::mailto:scoutclientsupport@scoutsolutions.co.uk face=Arial
size=2><SPAN title=blocked::mailto:scoutclientsupport@scoutsolutions.co.uk
style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><SPAN
title="blocked::mailto:scoutclientsupport@scoutsolutions.co.uk
blocked::blocked::mailto:scoutclientsupport@scoutsolutions.co.uk
mailto:scoutclientsupport@scoutsolutions.co.uk"><SPAN
title="blocked::mailto:scoutclientsupport@scoutsolutions.co.uk
blocked::blocked::mailto:scoutclientsupport@scoutsolutions.co.uk"><SPAN
title="blocked::mailto:scoutclientsupport@scoutsolutions.co.uk
blocked::blocked::mailto:scoutclientsupport@scoutsolutions.co.uk"><SPAN
title="blocked::mailto:scoutclientsupport@scoutsolutions.co.uk
blocked::blocked::mailto:scoutclientsupport@scoutsolutions.co.uk
mailto:scoutclientsupport@scoutsolutions.co.uk
blocked::mailto:scoutclientsupport@scoutsolutions.co.uk">scoutclientsupport@scoutsolutions.co.uk</SPAN></SPAN></SPAN></FONT></SPAN></SPAN></A></DIV>
<DIV align=left>
<P class=MsoPlainText align=left><FONT face=Arial size=1><SPAN
style="FONT-SIZE: 8pt; FONT-FAMILY: Arial"><BR>This E-mail and any attachments
to it are strictly confidential and intended solely for the addressee. It and
they may contain information which is covered by legal, professional, or other
privilege. If you are not the intended addressee, you must not disclose,
forward, copy or take any action in reliance on this E-mail or its attachments.
If you have received this E-mail in error, please notify the sender at Scout
Solutions on 01905 361 500 as soon as possible and delete this e-mail
immediately and destroy any hard copies of it.<BR>Neither Scout Solutions nor
the sender accepts any responsibility for any virus that may be carried by this
e-mail and it is the recipient's responsibility to scan the e-mail and any
attachments before opening them.<?xml:namespace prefix = o ns =
"urn:schemas-microsoft-com:office:office" /><o:p></o:p></SPAN></FONT></P>
<P class=MsoNormal
style="mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><FONT face=Arial
size=1><SPAN style="FONT-SIZE: 8pt; FONT-FAMILY: Arial">If this e-mail is a
personal communication, the views expressed in it and in any attachments are
personal, and unless otherwise explicitly stated do not represent the views of
Scout Solutions. <o:p></o:p></SPAN></FONT></P>
<P class=MsoNormal
style="mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><FONT face=Arial
size=1><SPAN style="FONT-SIZE: 8pt; FONT-FAMILY: Arial">Scout Solutions Software
Limited is registered in <?XML:NAMESPACE PREFIX = U1 /><U1:COUNTRY-REGION
u2:st="on"><?xml:namespace prefix = st1 ns =
"urn:schemas-microsoft-com:office:smarttags" /><st1:country-region
w:st="on">England</U1:COUNTRY-REGION></st1:country-region> and <U1:PLACE
u2:st="on"><U1:COUNTRY-REGION u2:st="on"><st1:country-region
w:st="on"><st1:place
w:st="on">Wales</U1:COUNTRY-REGION></U1:PLACE></st1:place></st1:country-region>
number 4667857 and its registered office is Whittington Hall, <U1:ADDRESS
u2:st="on"><U1:ADDRESS u2:st="on"><U1:STREET u2:st="on"><st1:address
w:st="on"><st1:Street w:st="on">Whittington
Road</U1:STREET></U1:ADDRESS></st1:Street>, <U1:CITY u2:st="on"><st1:City
w:st="on">Worcester</U1:CITY></st1:City> <U1:POSTALCODE
u2:st="on"><st1:PostalCode w:st="on">WR5
2ZX</st1:PostalCode></U1:POSTALCODE></st1:address></U1:ADDRESS></SPAN></FONT></P>
<P class=MsoNormal
style="mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><FONT face=Arial
size=1><SPAN style="FONT-SIZE: 8pt; FONT-FAMILY: Arial"><U1:ADDRESS
u2:st="on"><st1:address w:st="on"><U1:POSTALCODE u2:st="on"><st1:PostalCode
w:st="on"></st1:PostalCode></U1:POSTALCODE></st1:address></U1:ADDRESS></SPAN></FONT> </P><FONT
face=Arial size=1><SPAN style="FONT-SIZE: 8pt; FONT-FAMILY: Arial"><U1:ADDRESS
u2:st="on"><st1:address w:st="on"><U1:POSTALCODE u2:st="on"><st1:PostalCode
w:st="on"><FONT size=2>
<P>-----Original Message-----</P>
<P>From: Kenneth Crocker [</FONT><A href="mailto:KFCrocker@lbl.gov"><U><FONT
color=#0000ff size=2>mailto:KFCrocker@lbl.gov</U></FONT></A><FONT size=2>]</P>
<P>Sent: 20 March 2008 17:01</P>
<P>To: Philip Haworth</P>
<P>Cc: rt-users@lists.bestpractical.com</P>
<P>Subject: Re: [rt-users] RT 3.6.4 - Threading of comments in a ticket's
history?</P>
<P>Philip,</P>
<P> </P>
<P>I received your email yesterday, so the failure notice you got didn't stop
your email from getting to the user's group.</P>
<P>I'm not sure what advantage you get from altering the way RT stores it's
replies. Both are part of ticket history and both have separate rights control
of what a user can see in that history (you can set it so a user can see
neither, either, or both). You can also alter the chronology from ascending to
descending. I suppose it's my lack of understanding of how your method is
supposed to be better than the built-in abilities that RT has that keeps me from
being able to help you accurately. So, let me ask; what is the supposed
advantage of storing an email as a comment as opposed to leaving it be? Why does
the requestor sending a second, clarifying email upset the apple cart? With
those answers, I might be able to steer you in an acceptable direction.</P>
<P> </P>
<P>Kenn</P>
<P>LBNL</P></FONT></st1:PostalCode></st1:address></SPAN></FONT><o:p></o:p></U1:POSTALCODE></U1:ADDRESS></FONT></DIV>
<DIV> </DIV>
<BR>
______________________________________________________<BR>
This email has been scanned by the MessageLabs Email Security System.<BR>
</BODY></HTML>